Maximize Efficiency in Trello with the Knowledge Base Addon for Hipporello’s Service Desk

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Hipporello’s Service Desk for Trello has revolutionized the customer support process in Trello by offering a robust system equipped with a user portal, forms that create Trello cards, email integration, and automations. The latest addition, the Knowledge Base Addon, to Hipporello's Service Desk, is a game-changer in how businesses manage customer interactions and access information.

What is a Knowledge Base?

A knowledge base is a centralized repository designed to collect, organize, and manage information that users can easily access. Typically, it contains FAQs, troubleshooting guides, how-to articles, and documentation about products or services. The goal is to allow customers to find answers and solutions independently, 24/7, without needing to contact support.

Curious to see how it works? Watch the video below for an overview: 

What can you use Hipporello’s Knowledge Base Add-On for?

1. Self-Service for Customers: Customers can solve their queries without waiting for a response from the support team, leading to faster resolutions and higher satisfaction.
2. Internal Use for Teams: Your support team can use the knowledge base as a reference tool, ensuring they provide accurate and consistent answers to customer inquiries.
3. FAQs and Troubleshooting articles: Equip users with immediate solutions and step-by-step troubleshooting through FAQs and detailed articles. Such resources help users resolve common issues independently and enhance self-service.
4. Training Resource: The knowledge base can serve as a training resource for new staff, helping them to quickly learn about your products or services and the common issues customers may face.
5. Link solutions to tickets (coming soon): Quickly connect knowledge base articles to support tickets, enabling a seamless resolution process. This integration allows your team to efficiently guide users to appropriate solutions.

Key Features & Benefits of Adding a Knowledge Base to your Customer Support System

Easy to Use: Create and publish articles using a simple editor, without the need for technical skills. Once created, publish articles on your current user portal with a single click and edit any time easily.

Rich Content Capabilities: The knowledge base supports rich content formats including text, images, videos, and more, allowing for dynamic and informative articles that cater to various needs.

24/7 Availability: The Knowledge Base Addon allows you to provide answers around the clock, even when your customer service team is not available. 

Customizable Access: Control who sees what by setting up access policies for your articles.

Enhanced Customer Support: Enable customers to help themselves by providing instant access to commonly asked questions and topics. 

Reduced Support Tickets: By offering a self-service option, which is accessible 24/7, you can significantly decrease the number of incoming support requests, freeing up your team to focus on more complex issues.

How to Get Started

Getting started with the Knowledge Base Addon is as easy as activating it on your Hipporello admin panel. If you're already using Hipporello's Service Desk Power-Up, go to the Admin panel > Addons to install the addon and give it a try. If not, start by installing the Service Desk Power-Up. The Power-Up and the addon start with a 14-day free trial. From there, you'll be able to create your first article in minutes. Here's a quick guide:

1. Install and enable the Addon: Navigate to your Hipporello Service Desk Power-Up admin panel. Find the Knowledge Base Addon on the left menu. Install and enable the addon.
2. Create an Article: Use the simple editor to draft your first piece of content. Whether it's a how-to guide, an FAQ, or company policies, you can create it here.
3. Set Access Policies: Decide who gets to see your articles and set access accordingly.
4. Publish and Share: Once you're happy with your article, hit publish. It'll instantly become available on your user portal.

Conclusion

Hipporello’s Knowledge Base feature added to your service desk is more than just an information repository; it’s a powerful tool designed to transform how businesses interact with their customers and manage internal knowledge.

By enabling more effective communication and self-service capabilities, it not only enhances the efficiency of your service desk but also improves the overall customer experience. Feel free to book a demo now to embrace this new feature and watch as your service desk operations become more streamlined and your customers more satisfied.